Action: update-child-tickets

The Myndbend™ Process Manager action update-child-tickets is used to automatically update all of the child tickets, based on a trigger and message conditions.  You can use this action if you need to sync the data from the parent ticket down to all of the child tickets (in other words, from main task to subtasks).

How do I use this action?

Create a Zendesk trigger with conditions that match the moment when you want to push data from the parent ticket to all of the child tickets.

Then set the action in MPM. For the action, select Notify Webhook - MPM Webhook. You will be presented the option to paste in the message that will be sent to our servers. 

The message for this action is: 

{
    "action": "update-child-tickets", 
    "data": ...
} 

What data is expected in the message? 

This webhook action works with all properties supported by Zendesk Ticket API. This means that you can push any data to child tickets like this:

{
    "action": "update-child-tickets",
    "data": {
        "ticket": {
            "assignee_id": number,
            "collaborator_ids": number[],
            "comment": {
               "body": string,
               "is_public": boolean
            },
            "created_at": string,
            "custom_fields": [
                {
                    "id": number,
                    "value": string | number | boolean
                },
                {
                    "id": number,
                    "value":  string | number | boolean
                }
           ],
           "description": string,
           "due_at": string,
           "external_id": string,
           "follower_ids": number[],
           "group_id": number,
           "organization_id": number,
           "priority": string,
           "recipient": string,
           "requester_id": number,
           "status": string,
           "subject": string,
           "submitter_id": number,
           "tags": string[],
           "type":string",
        }
    }
}

You don't have to use all of these values -- just set the ones that you need. 

In any of the values, you can use Zendesk Placeholders, to reference the data from the parent ticket. That way, you can pass the data from the parent ticket to the child tickets. 

Let's go through some examples:

Here we are updating the child tickets with the latest comment from the parent ticket: 

{
    "action": "update-child-tickets", 
    "data": {
        "ticket": {
            "comment": {
                "body": "{{ticket.latest_comment}}",
                "is_public": false
            }
        }
    }
} 

If you want to update some of the custom fields with latest values from the parent ticket: 

{
    "action": "update-child-tickets", 
    "data": {
        "ticket": {
            "custom_fields": [
                {
                    "id": 123,
                    "value": "{{ticket.ticket_field_123}}"
                },
                {
                    "id": 321,
                    "value": "{{ticket.ticket_field_321}}"
                }
            ]
        }
    }
} 

You can even mix and match these placeholders! 

{
    "action": "update-child-tickets", 
    "data": {
        "ticket": {
            "comment": {
                "body": "In the latest update, field #321 was updated to value: {{ticket.ticket_field_321}}",
                "is_public": false
            }
        }
    }
}